Front Office - Tour Services Agent

Accor Hotels; Banff; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading hotel chain in Banff seeks a Tour Services Agent. The role involves providing exceptional customer service, managing guest check-ins, and preparing for tours. Applicants must be able to work flexible shifts, have good communication skills, and possess strong problem-solving abilities. This seasonal position offers a starting pay of $20.67 per hour with opportunities for increases based on tenure. Benefits include subsidized accommodation and meals.

Benefits

Subsidized staff accommodation

Free meal per shift

Comprehensive benefits package

Qualifications

• Must be able to work various shifts including nights and weekends.
• Ability to stand for long periods and lift up to 45 pounds.
• Strong verbal and written English communication skills.

Responsibilities

• Provide professional service and assist guests at the reception.
• Document guest requests and ensure resolutions are satisfactory.
• Prepare for tours and manage billing instructions.

Skills

Customer service experience

Interpersonal skills

Problem-solving abilities

Organizational skills

Ability to work under pressure

Tools

Property Management System (PMS/OPERA CLOUD)

Job description

Company Description

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It's the perfect work/life combination.

Job Description

Are you passionate about delivering exceptional service and creating memorable experiences for guests? Join our team at Fairmont Banff Springs as a Tour services agent, where you will be at the forefront of our guest experience.

Starting Rate: $20.67 per hour

We recognize tenure through our compensation. Hourly rates increase after six months, and yearly to three years. At three years the pay rate for this role would be $26.01.

This is a seasonal position, we are prioritizing candidates that are able to work from March-October 15th.

Job Duties Include:

Reporting to the Front Desk Manager, responsibilities and essential job functions include, but are not limited to, the following:

• Consistently offer professional, friendly and engaging service
• Greet, check-in/check-out and settle guest accounts while ensuring all service standards are followed
• Document all guest requests, complaints or issues immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Assist guests regarding hotel facilities in an informative and helpful way
• Respond to each Guest who approaches the Reception & Tour Desk
• Drive rate through up-selling room brands
• Follow departmental and hotel policies, procedures, service and safety standards
• Welcoming tours at Fairmont Banff Springs and the Banff train station
• Working closely with multiple departments and industry partners including but not limited to tour directors, tour billing & dining reservations.
• Prepare for tours by settling up billing instructions and cross-referencing information from tour services
• Other duties as assigned

Qualifications

Your Skills & Qualifications:

• Ability and willingness to work a variety of shift work, including evenings/weekends/early morning/overnights
• The role involves physical activity, including standing for extended periods, bending, and occasionally lifting items weighing up to 45 pounds.
• Previous experience in Front Desk or customer service an asset
• Previous Property Management System (PMS/OPERA CLOUD) experience an asset
• Proficient in the English language (verbal & written), second language an asset
• Must display strong communication, analytical, organizational and administrative skills to be able to deal with multiple priorities simultaneously
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Additional Information

Job Perks & Benefits:

• Subsidized staff accommodation provided on-site for full time status employees
• One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $4/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health, Orthodontics